What kind of access i need to give to a custom role so that he can view incident

[Ankit Kumar6]

Hi Team,

I have created a custom role called ServiceDesk so my question is which type of ACL I need to create so that the user having the ServiceDesk role can see and edit Incident.

Thanks,

Ankit

[Peter Bodelier · Accepted solution]

Best is to not create custom ACL's for this, but to add roles sn_incident_read and sn_incident_write roles in your custom role.

[AnveshKumar M]

Hi @Ankit Kumar6 

Refer the Out of the Box ACL with sys_ids (Edit (write): 66ec26370a0a0b0100a67b597d415b84, Read: 546553d487300300b309452c97cb0b3f)  and you can create ACLs similar to these with your ServiceDesk role.

[Riya Verma]

 Hi @Ankit Kumar6 ,

Hope you are doing great.

Follow the below steps to grant permission to ServiceDesk :

1. Refer to OOB read and write ACL created on incident Table.
2. Create a copy of read and write ACL on incident table.
3. add your new custom role to which you want to grant read and edit access on incident.

   Define the conditions for the ACL to be applicable. Since you want users with the "ServiceDesk" role to access and edit Incidents, you can set the condition as:

   • Field: "AssignedTo" (or any other field relevant to your requirements)
   • Operator: "is"
   • Value: "javascript:gs.getUser().getRoles().contains('ServiceDesk')"
4. Also, check if you want to add existing role defined OOB to grantr access , if not you can modify ACL as per your requirement by removing existing permissions granting access.

[Ankit Kumar6]

Hi Riya,

I copied the read ACL  on the incident table.

Then in the role section, I removed oob role and added my custom role.

But still not able to see incidents.

can you please help me on this.